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Novell Chooses Bomgar for Online Customer Support Initiative(Wireless News Via Thomson Dialog NewsEdge) Bomgar announced that its remote desktop access appliance will provide a key component for supporting Novell's Volume License Agreement (VLA) maintenance program. The new VLA maintenance program provides Novell's customers with unlimited access to technical assistance and product support via Novell Technical Services Online. Using Bomgar's software, the support engineers within the Novell Technical Services team provide the company's customer base with instant troubleshooting and assistance regardless of location, time zone, Internet connection speed or operating platform. The service is currently available to all registered Novell customers and will officially launch on May 1. "High quality service and versatile support options are two of the most important considerations for today's enterprises when they evaluate products," said Matt Healey, Senior Analyst with IDC. "Adding online and remote support capabilities is a great way for technology vendors to create flexible support packages and improve the customer's overall experience." Novell's technical services team provides 24/7 support for the company's entire product line. To handle increased service request volume from the introduction of the VLA maintenance program, the support team created Novell Technical Services Online, an Internet-based support system. With this system, customers register themselves and their products and can later log in to the Novell Customer Center eService Portal to receive on-the-spot assistance when they need it. "Integrating Bomgar into our service center gives us the ability to support all customers quickly and effectively. By routing inquiries to the correct support team from the onset, we eliminate hours of time switching the customer back and forth between service representatives," said Mike Lyons, Vice President of Novell Global Support. "Bomgar also provides our representatives a first-person view of the customer's screen and the issues they are experiencing, making diagnosing and resolving the problem much faster. Spending less time on the phone for support, in addition to providing improved time to resolution, improves overall customer satisfaction." ((Comments on this story may be sent to [email protected])) ((Distributed on behalf of 10Meters via M2 Communications Ltd - http://www.m2.com)) ((10Meters - http://www.10meters.com)) Copyright ? 2008 Wireless News |